Senior Customer Support Engineer

📋 Description

• Own the hardest technical tickets in the business end to end, including the customer conversation
• Dogfood Fyxer’s own products, give feedback, and influence our roadmap
• Establish blast radius before escalating, because one customer reporting something is a ticket and
• Call bug, incident or user error correctly and quickly, and declare it when it's an incident
• Write escalations Engineering can act on without a single follow-up question, and stay on them
• Spot patterns across Linear and the queue, raising a tracker before the fifth report of something

🎯 Requirements

• 3+ years in a technical support role within a SaaS or cloud-based company
• API fluency: read an API reference, reason about authentication, and interpret error codes
• SQL you can write yourself: relate unfamiliar schema and perform joins unaided
• Comfortable in logs, tracing requests across services to identify issues
• Strong written communication, especially to unhappy customers
• Experience with customer support tools such as Zendesk, Intercom, Jira, Linear

🎁 Benefits

• On-site gym
• Private medical
• Pension
• Lunch provided everyday